BasicsCard request to change Personal Identification Number (PIN) 103-01230020

A customer or payment nominee requests to have the Personal Identification Number (PIN) for their BasicsCard changed.

Confirm the customer's identification before proceeding with the interview. For assistance see Authenticating a Centrelink customer.

If there is a payment nominee, confirm the payment nominee arrangement exists via the Nominee Link Summary (NOLS) screen and verify the payment nominee's identity.

Due to the risk of issuing funds to third parties in error, it is essential this step is carried out thoroughly and carefully. Allowing third parties access to a customer's BasicsCard in error can result in hardship for the customer and financial loss to Services Australia

• If the customer is contacting to change their PIN go to Step 3
• If the payment nominee is contacting go to Step 2

Check the BasicsCard summary screen to view cardholder details and who the card was issued to.

For information on what type of nominee can be issued a BasicsCard, see Nominee arrangements under Income Management.

Was the BasicsCard issued to the nominee?

• Yes, go to Step 3
• No, the PIN cannot be changed by the nominee if the BasicsCard was not issued to the nominee. Record details of the contact on a DOC. Procedure ends here

The Card Status: field on the BasicsCard summary screen will show the Status of 'Blocked, Suspended, Closed or Active'. Ensure the BasicsCard Status is active.

• BasicsCard is blocked - BasicsCards will be automatically 'blocked' by the Card Transaction Provider (CTP) if the customer attempts six incorrect PIN attempts in a row. The PIN will remain blocked until the customer contacts to change or reset their PIN
• BasicsCard is suspended - if the BasicsCard is suspended investigate if it can be reactivated. Go to BasicsCard reactivate posted or previously suspended card
• BasicsCard is closed - if a BasicsCard is closed and a customer becomes subject to Income Management again then a new BasicsCard will need to be issued
• Declined issues - if customer is having declined issues, the block will need to be cleared by either changing or resetting PIN, or by selecting 'Unblock PIN' on the Change/Reset PIN page

Has the card been 'blocked'?

• Yes,
• and the Change or reset PIN workflow is available, go to Step 4
• and no workflow but manual coding is available, go to Step 5
• and Customer First is not available, go to Step 6
• No,
• Go to Table 2, Step 1
• Go to Table 2, Step 2

The 'block' will be displayed on the BasicsCard summary screen. This BasicsCard will not automatically reactivate after 24 hours. The customer/payment nominee must contact to have the 'block' removed.

When the customer/payment nominee contacts, the Service Officer can unblock the card by changing the PIN via the Change or reset PIN workflow.

Unblocking BasicsCard:

From the Income Management Menu, under the BasicsCard heading, select the option 'Change or reset PIN'.

The Service Officer is presented with an authentication screen. If the customer has Display on Access (DOA) DOCs the Service Officer will be required to confirm that they have read the documents.

The Service Officer will also be required to confirm if the customer's record is password protected before they can continue.

Once confirmed, the system will request the Service Officer to confirm how they have authenticated the customer. This will require the Service Officer to select the method/s by which the customer has been authenticated. The Service Officer will not be able to continue through the workflow until the customer has been fully authenticated.

If a customer has a nominee, the Service Officer will be presented with a slightly different screen.

All sections will be greyed out except for the section allowing access to DOA DOCs and customer password. Once this is completed the Service Officer must then confirm the nominees name and password before the workflow will allow the Service Officer to continue.

If a nominee cannot recall their password refer to Adding or rejecting a nominee request.

Note: the customer only needs to be authenticated once if there is a logical flow between actions for example, the Service Officer unblocks card and then changes PIN.

Once authentication is completed

Changing the customer's PIN will automatically unblock the card. The card can also be unblocked via the Change BasicsCard status screen without a PIN change, but it is highly recommended that customer/payment nominee reset their PIN to ensure BasicsCard does not become blocked again.

To reset PIN:

• Go to Table 2, Step 1
• Go to Table 2, Step 2

Changing the PIN for BasicsCard will automatically unblock the card.

A PIN can be changed by either:

• going through the BasicsCard task selector (BCTS) screen and 's'electing 'Change or reset PIN', or
• go directly to the PIN Update (BCPU) screen

Advise the customer/payment nominee to choose a PIN and:

• Have the customer/payment nominee change the PIN on the keypad, out of view of the Service Officer. Provide keypad to customer. Note: the PIN can be changed by the customer via the keyboard if a keypad is unavailable
• When contact is via phone the Service Officer is to update the new PIN for the customer
• Have customer/payment nominee reconfirm PIN
• Press [Enter] for change to be accepted

If message is displayed 'New PIN and re-entered new PIN do not match', then PIN update has not been successful. Redo update action for new PIN and reconfirm new PIN.

When the message is displayed ' PIN has been successfully updated' the PIN has been changed.

Advise the customer the PIN has been changed.

Provide the customer/payment nominee with a receipt number and advise the customer/payment nominee this receipt number is to be retained as evidence of the date and time of the change in their PIN.

Remind the customer of the importance of keeping their card and PIN safe.

If not already done, review current regular expenses to ensure priority needs are being met. For assistance, see Determining a person's priority needs for Income Management.

Record details on a DOC. An auto DOC will be generated for the Service Officer - add or delete any information as required and then complete the DOC. A customer's PIN must not be recorded in a DOC.

Procedure ends here.

Note: this must be used in conjunction with Income Management Business Continuity Procedures to authenticate customers.

The BasicsCard Alternative Interface is an external website maintained by the Card Transaction Provider.

The Alternative Interface provides BasicsCard:

• balance
• status
• transaction history
• status updates, and
• can be accessed to Suspend, Activate (reactivate previously suspended cards) and Unblock BasicsCards when the BasicsCard Number is known

As the BasicsCard Alternative Interface does not contain any customer information it cannot be used to locate a customer's record or to verify a customer's identity.

Access the BasicsCard Alternative Interface web page

Open an Internet Browser session:

• access the interface’s web entry page. Use the link in Resources to the login page for the BasicsCard Alternative Interface. Note: add to 'Favourites' for future use
• to access this system, enter your assigned: 'username' and 'password', then select 'Log in'
• Usernames are the user's full Services Australia email address, (for example, john.citizen@servicesaustralia.gov.au) in lower case
• if the password is forgotten, select the 'Forgotten password?' link on the User Login screen. The email address will be the user's full Services Australia email address, (for example, john.citizen@servicesaustralia.gov.au) in lower case
• if there are any issues accessing this facility, email the IM Helpdesk. See links in Resources for contact details

Go to Step 7.

From the Account or Card Search page:

• Select the 'Search by Card No' and enter the 16 digit BasicsCard Number. Press 'Search'
• The Transaction History screen will display the card balance, transactions and status
• To update card status select the 'Card Status' button which will display the Card Status screen

Go to Step 8.

To Unblock BasicsCard:

• enter User's Office Code (from where the update is being coded). In the New Card Status box, select the action required, 'Unblock'
• enter the Reason Code from the drop down box 'Customer Request'
• select 'Save' which will update the card status
• navigate back to the 'Transaction History' screen which will show card status as 'Active'
• the Service Officer will not be able to DOC the customer's record in the BasicsCard Alternative Interface. When Centrelink system is available, use Fast Note to record details on a DOC including:
• the PIN has been changed, adding the time and date
• details of any additional checks made or questions asked to help identify the customer, and
• whether the update was face-to-face or via phone

Procedure ends here.

Go to Step 2

The Service Officer must ensure they do not see the PIN when it is entered by the customer.

Updates are to be made using the Change or reset PIN workflow. Manual updates are to be actioned only when workflow is not available.

In Customer First, go to Income Management > Change or reset PIN.

The Service Officer is presented with an authentication screen. If the customer has DOA DOCs the Service Officer will be required to confirm that they have read the DOCs.

Note: DOA DOCs will only appear if they are present on the customer's record.

The Service Officer will also be required to confirm if the customer's record is password protected before they can continue.

Once confirmed, the system will request the Service Officer to confirm how they have authenticated the customer. This will require the Service Officer to select the method/methods by which the customer has been authenticated. The Service Officer will not be able to continue through the workflow until the customer has been fully authenticated.

If a customer has a nominee, the Service Officer will be presented with a slightly different screen.

All sections will be greyed out except for the section allowing access to DOA DOCs and customer password. Once this is completed the Service Officer must then confirm the nominees name and password before the workflow will allow the Service Officer to continue.

If a nominee cannot recall their password refer to Adding or rejecting a nominee request:

• advise the customer to choose a PIN
• provide keypad to customer. Note: if a keypad is unavailable, the PIN can be changed by the customer via the keyboard
• ask the customer to change the PIN on the keypad (out of view of the Service Officer)
• have the customer reconfirm PIN
• click the Finalise button

If message is displayed 'New PIN and re-entered new PIN do not match', then PIN update has not been successful. Have the customer enter new PIN and reconfirm new PIN again.

When the message is displayed 'PIN successfully updated' the PIN has been changed.

Go to Step 6

Ensure all other business is completed on the customer's record.

Before transferring call via Services Australia Workspace to the BasicsCard PIN application the Service Officer will be required to go to the Change or Reset PIN workflow.

The Service Officer is presented with an authentication screen. If the customer has DOA DOCs the Service Officer will be required to confirm that they have read the documents.

The Service Officer will also be required to confirm if the customer's record is password protected before they can continue.

Once confirmed, the system will request the Service Officer to confirm how they have authenticated the customer. This will require the Service Officer to select the method/methods by which the customer has been authenticated. The Service Officer will not be able to continue through the workflow until the customer has been fully authenticated.

If a customer has a nominee, the Service Officer will be presented with a variation of the authentication screen.

All sections will be greyed out except for the section allowing access to DOA DOCs and customer password. Once this is completed the Service Officer must then confirm the nominees name and password before the workflow will allow the Service Officer to continue.

If a nominee cannot recall their password refer to Adding or rejecting a nominee request.

The Service Officer will be presented with the question 'Transfer to BCD change PIN?' select 'yes'. This will finalise the activity and store the authentication information, then transfer the caller to the Change PIN application using the transfer options within Services Australia Workspace.

Is transaction successful?

• Yes, go to Step 3
• No, go to Step 4

If the PIN change is successful the call will be terminated and PIN change details stored.

Go to Step 5

Customer will be transferred back to a Smart Centre Call Service Officer.

The Service Officer will be presented with a fully authenticated Services Australia Workspace screen pop that identifies that the customer has attempted to reset their PIN within the BasicsCard Change PIN application.

Announced Transfer

The customer does not require authenticating again, the Service Officer is to assist the customer through the Change or Reset PIN process.

Once successful the call is terminated and the authentication information is stored.

In some circumstances a Service Officer will not transfer a customer to the IVR and will complete the PIN update manually.

There are only two instances where this should occur:

• the customer requires assistance or,
• BasicsCard Change PIN or Services Australia Workspace are unavailable

Service Officer will navigate to the Change or reset PIN workflow and will be presented with the authentication screen.

Once authentication is completed the Service Officer will be presented with the question 'Transfer to the change/reset PIN?' select 'No' and input the reason.

Ask customer/payment nominee for a 4 digit PIN.

Input the PIN in the New PIN: field.

Ask the customer/payment nominee to reconfirm the PIN verbally, and enter in the Reconfirm PIN: field. The numbers will not show as figures. Select 'Finalise'.

If message is displayed 'New PIN and re-entered new PIN do not match', then PIN update has not been successful. Re-enter the new PIN and reconfirm the new PIN again.

If message is displayed 'PIN successfully updated' then PIN has been changed.

Advise the customer/payment nominee:

• the PIN has been changed
• provide a receipt number and advise that the receipt number is to be retained as evidence of the date and time of the change in their PIN. Note: when providing the receipt number, this is the Centrelink system receipt number when the customer's record is accessed

The user message 'PIN has been successfully updated' is displayed when the PIN is updated. This is effective immediately. The Service Officer can then navigate off the page.

Remind the customer of the importance of keeping their card and PIN safe.

If not already done, review current regular expenses to ensure priority needs are being met. For assistance, see Determining a person's priority needs for Income Management.

Record details on a DOC. An auto DOC will be generated for the Service Officer - add or delete any information as required and then complete the DOC. A customer's PIN must not be recorded in a DOC.